Current State Assessment
What is it?
A Current State Assessment (CSA) is a detailed analysis of a healthcare organization’s contact center and patient access strategy, designed to get a clear understanding of its strengths and weaknesses in order to develop an elevated future vision.
How does it work?
A team of RelateCare’s clinical and technical consultants come onsite to your organization for between 3-5 days to examine your contact center processes, and interview staff and management.
We will then compile a detailed report based on findings and report back to management in order to create next steps.
Why do you need it?
Any improvement in contact center operations must start with understanding the problem. A proper grasp of the strengths and weaknesses is the first step towards:
- Increasing access for patients
- Improving physician utilization
- Providing greater accuracy in selection of clinical care pathways
- Enhancing agent productivity
- Enabling centralized and standardized appointment scheduling
- Allowing for multi-disciplinary scheduling and
- Reducing agent or appointment scheduler training time